Booked a holiday with Direct holiday flying TCX 4/09/09 Gatwick to Hurghada. Booked extra leg room seats 29/02/2009 at a cost of £124 for two return seats.
Checked in at Gatwick and were asked if we were able bodied to which we replied yes and were given boarding cards. This led us to believe we had the extra leg room until we boarded the plan and had been allocated 2A and 2B. Spoke to the Cabin Crew manager who investigated and advised it was their mistake and as they had sold the extra leg room seats that morning nothing could be done, but we would get our money back and he had ensured the extra legroom seats were booked for the return journey 18/09. Funny how booking 6 months in advance does not give you a right to the seat but paying at the airport does!! As you have guessed on arrival at Hurghada to fly back again no extra legroom seats allocated 1a + 1b opposite the toilets with continual queuing by our seats.
I wrote to the address given to me by the Cabin crew nearly 28 days ago and haven't even received an acknowledgement. Emailed the email address provided by the cabin crew on the Customer comment form, again no acknowledgement. Eventually emailed Thomas cook holidays who have acknowledged receipt however they feel they have 28 days to reply!!! I have reminded them the initial compliant was made 23 days ago. In the meantime I am £124 out of pocket they don't appear to be rushing to refund something I paid for 6 months ago and even though they had 2 weeks to rectify their error on the return journey they failed to do so. Again no telephone number of anyone who can help with a complaint and the fax number shown on the Customer Comment Card is unobtainable.
How does a company that provides this level of customer service stay in business!!!
UPDATE
28 days elapsed and another useless letter from TC saying they are still investigating!!
How long does it take to decide you sold the same seats twice and one needs a refund
Customer Service appalling - no telephone number or contact detai;s on any of their letters as they obviously want to be in charge!!
28 days elapsed and another useless letter from TC saying they are still investigating!!
How long does it take to decide you sold the same seats twice and one needs a refund
Customer Service appalling - no telephone number or contact detai;s on any of their letters as they obviously want to be in charge!!
Here on HT we always advise that a letter should be sent via signed for/recorded delivery. This can be tracked online and receipt confirmed. Emails do have a habit of disappearing into cyber space. You have done that and also emailed them so it cannot be a case of not being aware of the problem
The TO is required by the code of practice to reply within 28 days. Of course what happens is they send an acknowledgement right on the limit, because of the manner in which the system works the clock starts all over again. In complicated cases that may be justified, but as you say yours is not. You have paid for and not received the goods or service. They are therefore in breach of contract.
I suggest that your next action should be a letter advising them that unless your are reimbursed within 14 days of receipt of your letter you will institute legal proceedings for breach of contract, reimbursement of monies paid, including legal expenses, and damages for stress caused by their failure to supply what was contracted. Whilst you have to give reasonable time for them to investigate you do not have to abide by the timescales laid down by them. You can set your own.
Don't know if you have read this topic;
http://www.holidaytruths.co.uk/viewtopic.php?f=49&t=135246&start=0
But Mark, one of the HT mods is in the process of taking First Choice to court for failure to supply what was booked. You might find some useful info posted there.
fwh
The TO is required by the code of practice to reply within 28 days. Of course what happens is they send an acknowledgement right on the limit, because of the manner in which the system works the clock starts all over again. In complicated cases that may be justified, but as you say yours is not. You have paid for and not received the goods or service. They are therefore in breach of contract.
I suggest that your next action should be a letter advising them that unless your are reimbursed within 14 days of receipt of your letter you will institute legal proceedings for breach of contract, reimbursement of monies paid, including legal expenses, and damages for stress caused by their failure to supply what was contracted. Whilst you have to give reasonable time for them to investigate you do not have to abide by the timescales laid down by them. You can set your own.
Don't know if you have read this topic;
http://www.holidaytruths.co.uk/viewtopic.php?f=49&t=135246&start=0
But Mark, one of the HT mods is in the process of taking First Choice to court for failure to supply what was booked. You might find some useful info posted there.
fwh
Juat recd a letter advisng the seats I was allocated were extra legroom although they were row 1 and 2 agaisnt the bulk head and no refund will be given. I have printed the page from the Thomas Cook site advising extra legroom seats are at emergency exits!
But do have a telephone number for customer relations now which may help someone 08448798136 opening hours 9.00-5.30pm mon to friday.
I have written again enclosing the page from their website and requesting my refund again alon with a copy of the cabin reports submitted byu the crew which read on each flight confirming extra leg room seats were not delivered. Furthermore on both flights we were offered one or 2 free drinks to compensate us for not having the seats we booked
I used the free hour at a solicitors who has advised I need to sue through the small claims court as they did not fulfil their contract adn TC will be charged my costs. I don't care how long this takes I will get my refund!!
But do have a telephone number for customer relations now which may help someone 08448798136 opening hours 9.00-5.30pm mon to friday.
I have written again enclosing the page from their website and requesting my refund again alon with a copy of the cabin reports submitted byu the crew which read on each flight confirming extra leg room seats were not delivered. Furthermore on both flights we were offered one or 2 free drinks to compensate us for not having the seats we booked
I used the free hour at a solicitors who has advised I need to sue through the small claims court as they did not fulfil their contract adn TC will be charged my costs. I don't care how long this takes I will get my refund!!
The amount of leg room you have is called the seat pitch, the seat pitch is the distance from where your bum goes to the furthest point directly in front.
This is an international standard used by all airlines worldwide from Air Newzeland to Thomas Cook. Legally they delivered what they sold, a seat with a larger seat pitch aka "extra legroom"
I don't work for Thomas Cook and please don't think I am defending them, this issue causes the same complaint the world over. Until there is another reliable way to measure all seats and their legroom this method will remain.
Good luck with your claim.
This is an international standard used by all airlines worldwide from Air Newzeland to Thomas Cook. Legally they delivered what they sold, a seat with a larger seat pitch aka "extra legroom"
I don't work for Thomas Cook and please don't think I am defending them, this issue causes the same complaint the world over. Until there is another reliable way to measure all seats and their legroom this method will remain.
Good luck with your claim.
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